Monthly Archives - December 2014

Don’t Let These Customer Service Slipups Cost You Any More Money

If there’s one thing I’ve learned about customer service, it’s that problems don’t begin with customers — they begin with you and your team. A missed customer service opportunity usually doesn’t seem like the end of the world, but even small mistakes can cost you in the long run...

Why Retailers Shouldn’t Use Secret Shoppers to Solve Problems

The secret shopper is a charismatic creature. Slinky and crafty, it presents a pair of faulty socks like a gauntlet, just willing your employees to mess up. OK, secret shoppers are people, too. But there are some big downsides to outsourcing your quality care that shouldn’t be ignored. For a...